Log in issues

Question

I used to log in with face scan. Suddenly, after an update,e it stopped working, and I could not log into my computer. I had to create a new account, but this one does not have administrator privileges, and I cannot install or update anything. I went into my account, and I can not see any device listed under this account. I tried to reset my computer, but it is asking for the BitLocker code, which I can not find it anywhere. What can I do?

Answer 1

Hello,

That's a messy situation, I need to clear up a few details to give you the right steps.

First, when you say you had to create a new account, how exactly did you do that if you couldn't log into the computer? Did you reinstall Windows, use Safe Mode, or do something else?

Second, regarding the BitLocker key, did you check the specific recovery key page at account.microsoft.com/devices/recoverykey using any email you might have used? (even school or work ones)

Lastly, does the original account on the login screen give you an option to sign in with a PIN or password instead of the face scan, or is that option missing entirely?

Answer 2

If you are experiencing login issues after an update, particularly with facial recognition, there are a few steps you can take to troubleshoot the problem:

1. Check Windows Hello Settings: Ensure that Windows Hello is still configured correctly. You may need to re-enroll your face scan if the update disrupted the settings.
2. Use a PIN or Password: If facial recognition isn't working, try logging in using your PIN or password if you have set them up. This can provide temporary access to your account.
3. Administrator Access: Since your new account does not have administrator privileges, you will need to regain access to an account that does. If you have another account with admin rights, log in to that account.
4. BitLocker Recovery Key: If you are prompted for a BitLocker recovery key when trying to reset your computer, and you cannot find it, you can check the following locations:
   • Microsoft account online (if you had linked your device to a Microsoft account).
   • Any printed documents or USB drives where you might have saved the recovery key.
   • Contact your device manufacturer or Microsoft support for assistance in recovering your BitLocker key.
5. Resetting the Device: If you cannot recover the BitLocker key and need to reset your device, you may have to consider professional help, as resetting without the key can lead to data loss.
6. Feedback Hub: If the issue persists, consider filing a feedback item using the Feedback Hub to report the problem, as it may help in resolving the issue in future updates.

These steps should help you troubleshoot the login issues and regain access to your device.